Case studies

Financial Services Company Lowers Cost Per Contact by 25% With Custom Intelligent IVR

Client

Latin American financial solutions provider that facilitates the acquisition of products by partnering with local retailers and offering leasing options.

The Goal

  • To improve service levels, customer satisfaction and improve efficiency across the complete customer life cycle.

The Challenge

  • Volume overflow through multiple channels.
  • Service Level issues with 40%+ Abandon rate.
  • Low CSAT scores.
  • Cost pressures of customers not complying with payments as a result of pandemic impact.
  • Need to implement automated solution; 30% of the contacts were from customers asking for balance status.

 

Our Approach

  • Type of contacts: inbound customer support in Spanish.
  • Existing channels: phone, social media, email & chat..
  • Routing of calls from Panama, Peru & Colombia
  • Operate 6 days/week, 14 hrs/day.
  • Mix of onsite and work-at-home.

Results

  • Designed an intelligent IVR that handles all customers asking for balance status.
  • “Omni-channel” solution; developed optimized staffing models resulting in 85% Answer rate even after volume increased 36% since launch.
  • CSAT scores improved by a 45%.
  • Overall cost per contact dropped ~25%.
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